Driving Seamless Experiences with Infosys Customer Experience Suite for Salesforce
Imagine walking into a store eager to buy a gift for a loved one, only to be met with fragmented service and unclear product guidance. Frustration builds. The human touch of thoughtful assistance fades into a digital abyss of unanswered emails and disjointed phone calls. This scenario is all too common for today’s customers—and it extends to employees facing outdated tools and siloed systems.
The expectations for both customer and employee journeys have soared. They demand smooth, personalized interactions at every touchpoint. The pressure on businesses to deliver has never been higher. Enter Infosys Customer Experience Suite for Salesforce—a tailored solution that unites data, people, and processes in one intelligent ecosystem. Let’s explore how it transforms experiences, fuels loyalty, and drives growth.
From Fragmentation to Unification
Legacy systems often trap customer data in isolated silos. One team sees purchase history. Another only views support tickets. Meanwhile, marketing campaigns leak across channels without coordination. The result? Inconsistent messaging, repeated questions, and customer churn.
Infosys bridges these silos with a unified data fabric on Salesforce. It ingests data from CRM, ERP, social media, and legacy databases. This consolidated view powers timely insights. Sales reps know recent service issues before outreach. Marketing crafts dynamic offers based on product usage. Support resolves problems faster with full context.
Personalization at Scale
True personalization goes beyond inserting a first name into an email. It requires understanding intent, preferences, and sentiment across channels. Infosys CX Suite uses AI-driven analytics to forecast customer needs. It segments audiences by behavior and life stage. Then it triggers proactive journeys—welcome campaigns, renewal reminders, loyalty perks—just when they matter most.
For example, a telecom provider used the suite to reduce churn by 15% in six months. They identified at-risk subscribers through usage drops and sentiment shifts on social channels. Automated nudges and tailored retention offers reversed negative trends.
Empowering Employees with Engaging Experiences
Employee experience directly influences customer experience. Frustrated agents deliver lackluster service. Disconnected tools slow down issue resolution. Infosys CX Suite streamlines the agent desktop with a unified Salesforce console. It integrates knowledge bases, chat, voice, and collaboration tools in one workspace.
Agents see customer context instantly. They tap AI-powered suggestions for next-best actions. Supervisors monitor performance via real-time dashboards and coach agents proactively. This streamlined workflow lifts agent satisfaction and productivity.
Intelligent Automation That Frees Up Time
Repetitive tasks drain resources and morale. Automated case routing, data entry, and follow-up reminders reclaim hours each week. Infosys leverages Salesforce Einstein bots to handle routine queries across chat and email. Complex issues route to skilled agents with all relevant history in hand.
A global insurer automated 40% of its service inquiries using Einstein bots. This freed agents to focus on high-value interactions, boosting first-contact resolution by 20%.
Seamless Omnichannel Journeys
Customers jump between web, mobile, social, and in-store channels. They expect continuity. Infosys CX Suite ensures omnichannel consistency via Salesforce’s Service Cloud and Marketing Cloud integration. A question asked on Twitter appears in the agent’s console alongside recent purchases. A chatbot conversation continues on mobile when a form is submitted.
This fluid handoff has tangible impact. One retail chain saw a 25% lift in order value from customers using three or more channels.
Embedding Analytics and Insights
Data alone isn’t power. Actionable insights are. Infosys CX Suite embeds analytics dashboards at every level. Executives track KPIs—NPS, CSAT, resolution time—through dynamic reports. Marketers view campaign ROI by segment. Agents review personal performance metrics for continuous improvement.
Predictive analytics highlights emerging trends. It spots product issues before they escalate. It forecasts staffing needs based on seasonal call volumes. This foresight guards against service bottlenecks.
Expert Perspectives on CX Transformation
“Transformation starts with empathy,” says Priya Desai, Infosys Global CX Lead. “We build solutions that anticipate human needs, not just process flows.” Desai underscores the suite’s flexibility to evolve with changing customer behaviors and business models.
Similarly, Salesforce MVP Lawrence Smith highlights the importance of low-code configuration. “Infosys Customer Experience Suite empowers administrators to adapt workflows without heavy developer involvement,” he notes. This agility accelerates time-to-value and reduces IT backlog.
Case Study: Financial Services Firm Elevates Member Loyalty
A large credit union modernized its member engagement with Infosys CX Suite. Before implementation, members navigated multiple portals for loans, support, and rewards. The credit union struggled to connect digital and branch experiences.
Post-implementation results:
- Unified member profiles across products and channels
- Personalized outreach increased credit card activations by 30%
- Service wait times dropped 40% with automated routing
- Employee satisfaction rose 15% due to streamlined workflows
This success story underscores how integrated CX and EX strategies boost both customer loyalty and employee morale.
Best Practices for a Smooth Rollout
Launching a comprehensive CX suite requires planning and alignment:
- Define clear objectives: Map desired customer and employee outcomes.
- Establish data governance: Ensure data quality and compliance from day one.
- Start with pilot use cases: Focus on high-impact scenarios like chatbots or unified agent desktops.
- Train and empower users: Combine role-based training with hands-on workshops.
- Iterate and scale: Use analytics to refine journeys and expand to new channels.
Actionable Takeaways for CX and EX Leaders
- Align CX and EX goals. Unified experiences extend to both audiences.
- Leverage AI for personalization. Forecast needs and automate relevant outreach.
- Integrate analytics. Embed dashboards to drive continuous improvements.
- Adopt low-code configuration. Empower business teams to iterate rapidly.
- Cultivate empathy. Design journeys that reflect real human expectations.
Implementing Infosys Customer Experience Suite for Salesforce can elevate experiences, reduce costs, and drive revenue growth. By unifying data, infusing intelligence, and enlisting employees, organizations move beyond isolated touchpoints toward holistic, human-centered journeys.
Ready to transform your customer and employee journeys? Partner with Infosys and Salesforce to create seamless, personalized experiences that stand out in today’s competitive landscape.
